A student in Ryerson University's undergraduate social work program, Teja Peltomaa graduated from Appleby College in 2018. To prepare for a prospective career in social work, Teja Peltomaa has volunteered as a crisis text line responder with Kids Help Phone, where she practices active listening techniques.
Active listening involves making a conscious effort to remain engaged while another person speaks. To improve active listening skills, focus on giving the speaker your full attention. Non-verbal communication is powerful, so be sure to look directly at the speaker and put away your phone or other distractions. Rather than listening with the intent to respond, simply take in what is being said. Reflect the speaker’s words back to them using phrases such as “What I’m hearing is…” or clarify points with questions such as “What do you mean by…?” Intermittently summarize what you think the person is saying, without offering advice or judgment.
If you find yourself becoming reactive or emotional, try asking a question or requesting more information. When you respond, focus on understanding and respect. Treat the conversation as an opportunity to gain new information, rather than the chance to solve a problem or win an argument.
